FAQ

Welcome! Here are answers to our most commonly asked questions. If you don’t find what you’re looking for, feel free to reach out to us at shopbrookeandkat@gmail.com

1. Processing Time

All products are made to order. We handle all printing and pressing processes, which require time. Kindly allow 2-4 business days for production. You'll be notified once your order is ready for shipping or pickup.

2. Why do you not use real models?

As we are a print on demand (POD) store, we do not have any shirts pre-pressed with designs. At this time we do only use mockups to advertise our inventory of designs. This helps our customers get an exact visual of what the design will appear like on the shirt. Our mockup models are wearing the style of Gilden sweaters and t-shirts we carry. Please ensure you use the sizing chart as our mockup models do not have stated sizes. 

3. Customer Orders

Currently, custom orders are not available. However, this service will be offered soon. Sign up for our emails for updates.

4. Our Designs

The majority of our designs are outsourced. We are happy to back the innovation of local small businesses that produce exceptional designs. Brooke & Kat will soon introduce our own designs as part of an additional collection.

5. Colour Options of items

We aim to avoid overwhelming our customers with choices. We acknowledge the numerous colour options available. Currently, we maintain a minimalist boutique by providing neutral options only. For seasonal or holiday collections, colour choices may expand.

6. Order Cancellations and Changes

Currently, orders cannot be canceled or payment methods modified after placement, as non-refundable fees are imposed by credit card companies.

7. My Package Says Delivered, But I Didn’t Receive It

If your tracking shows "Delivered" but you can't locate the package:

  1. Check your community mailbox or delivery area.

  2. Contact your local Canada Post office with the tracking number.

  3. Leave a note in your mailbox with the tracking number asking your carrier for help.

If the package is not located within 5 days, please contact us.

8. Where Do You Ship From? 

We ship from Yorkton Saskatchewan.

9. Discount Codes

At times we will offer online store discounts that can not be combined with any other discount codes. 

10. Do You Have a Storefront or Offer Local Pickup?

We do not have a physical storefront but we do offer local pickup. 

11. Missing Emails

Not receiving our emails? Check your junk, spam, or trash folders.

12. Cart Holds

We do not offer cart holds. Due to Shopify’s setup, items remain available to other customers until checkout is complete.

13. Coupon Code Misuse

Abuse of discount codes (e.g., using new customer codes more than once) will result in:

  • Cancellation of the order with store credit issued, or

  • Any future orders to the same address being final sale with no returns or exchanges.

14. Damaged Item?

If you believe your item arrived damaged, email us within 48 hours of delivery. Please ensure you have reviewed our return policy.

What to Include in your email:

  • Your order number

  • Photos of the damage

  • A short description of the issue

Need more help? Contact us anytime at shopbrookeandkat@gmail.com

Thank you for choosing us!